Understand your sector, your customers, your staff with insightful research
Ensuring we provide clients with accurate, high quality research, supporting their objectives in a jargon free manner is high on our agenda. We guide clients through the selection of research tools supported with our experience to better understand their business challenges.
Some of the most common research assignments we work with our clients on include:
Conducting customer surveys, using different methodologies to identify drivers of customer satisfaction, competitor benchmarks and value expectations to support competitive advantage and attract new customers. Our gap analysis methodology helps clients to understand which customer expectations are most important and how well they are being met.
Understanding employee satisfaction and expectations, how greater levels of engagement can improve customer service, staff knowledge and enhance customer loyalty. We develop employee satisfaction surveys, staff retention surveys and recruitment evaluation surveys with our clients to ensure their objectives are met. All employee surveys and research identify staff perceptions across different employee groups, enabling actions to be easily identified.
Using stakeholder opinion surveys we are able to understand their requirements, measure perceptions and identify opportunities for improvement. Our robust approach towards gathering insight across stakeholders and opinion formers applies a platform of data collection solutions, adopting methods which attract where appropriate, broad stakeholder groups.
These consultations are often complex and require qualitative research solutions to be employed, which really tease out the how and why of discussion topics and guide stakeholder expectations.
Using effective research to measure how well an internal customer is served helps our clients create synergies with their end customer and win/win situations through aligning a wholly customer focused organisation.
Through understanding supplier expectations, our clients are able to improve their supplier relationships, enhance stakeholder relationships and create long term value adding relationships.
We have broad and successful experience measuring dealer and channel partner satisfaction. Using research enables automotive, commercial vehicle and motor cycle manufacturers to understand how satisfied their dealers are with Head Office relationships, National Sales Company services, marketing, customer support and a broad range of loyalty driving factors supporting dealer loyalty and advocacy.
Our experience of measuring dealer satisfaction has evolved from our management of the Dealer Relationship Survey (DRS), click on the link to read our case study.